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Our mobile phone access features

Today's phones can do some amazing things. Everybody will find something that helps them.

For example, if you have difficulty hearing or speaking, you might prefer to have conversations by text. Or, if you're older or living alone, you might find having phone numbers of friends and family close at hand can be really comforting when you're on the move.

Here are just some of the access features you might look out for. Knowing these can help you find a mobile that works for you.

Virgin Mobile

Video Relay Service Video Relay Service

You can contact our support team by using a sign language interpreter. To use this service just visit our secure page where you can download the plug-in when prompted. Make sure you have a webcam then press ‘Make call’. It’s as easy as that. But don’t forget, you’ll need a broadband speed of at least 1Mb.

You can use our service 7 days a week from 8am until midnight. If an Interpreter isn’t available immediately, simply hold or try again later. Outside working hours just leave your contact details in a video message, and we will get back to you as soon as we can.

If you have any problems connecting to the interpreter or would like to feedback on the InterpretersLive! service, simply get in touch with our partner, SignSolutions. You can contact them via a sign language interpreter at www.signsolutions.uk.com or send an email to office@signsolutions.uk.com.

Text Relay Services Text Relay Services

If you can't speak on the phone, or prefer not to, you can use the Text Relay service.

All you have to do is type your conversation into your textphone's keypad and wait for the other person to reply.

It doesn't matter whether the person you're talking to has a telephone or a textphone because a relay assistant will help you and the person you're calling.

Oh and guess what? You get a discount on your calls via Text Relay with Virgin Media. Calls to UK local and national numbers, made via the TextDirect service with the 18001 prefix, get an 80% discount. Whilst calls to UK mobiles, made via the TextDirect service with the 18001 prefix, get a 20% discount.

If you want to contact Virgin Media using Text Relay you can do so using the following Text Relay freephone number 18001 0800 052 2164

The Next Generation Text Relay Service does everything our current Text Relay service does and a whole lot more.

If you currently use Virgin Media’s Text Relay Service, you won’t have to make any changes to the way you currently make or receive phone calls. You’ll still be able to use your BT Textphone, Minicom, Uniphone or similar device – and we’ll automatically connect you to the relay service as before. The only difference is you’ll have some nice extra features when you connect to Text Relay, thanks to our improved service.

Prefer an app to using a textphone? No problem. Virgin Media customers with accessibility needs can download and install our easy to use Next Generation Text app.

The Next Generation Text app works with a home, office, or mobile phone and provides a text connection in parallel with the phone call you make through the Next Generation Text service.

The app is available on a range of compatible devices like your laptop, tablet and smartphone, so all you need is a good WiFi connection to download it. It’s also totally free to download and available from the usual app stores. For any updates, don’t forget to check back here.

Emergency SMS Emergency SMS

The Emergency SMS Service allows deaf, hard of hearing and speech-impaired people in the UK to send SMS's to the UK’s 999/112 Emergency Services.

These messages are passed to the police, ambulance, fire rescue, or coastguard who can also reply by SMS.

Access to E-SMS is available to all Virgin Mobile customers. Before they can use the service they must pre-register their Virgin Mobile number at https://www.emergencysms.org.uk/

It’s free to text the E-SMS Service so customers can use it even if they don’t have credit.

For all other information direct the customer to https://www.emergencysms.org.uk/ where they can see when & how to use the service, FAQ's & provide feedback about the service.

If you make an emergency call we will provide details of your location to the emergency services where it is possible for us to do so

You will need to have network coverage from a UK operator in order to make an emergency call, and have a live SIM in your handset (i.e. not one that’s been terminated)

Contact us

Broadband, TV and Phone customers

Text us

Simply text us your query for free on 07533 051 809 ^ between 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday and a member of our team will be happy to help. It’s quick, convenient and if you text outside our opening hours, our team will pick up your message when they are back in.

Call our Customer Service team

Call 150 from your Virgin Media phone or mobile, or call 0345 454 1111 * from any other phone between 8am and 9pm Monday to Friday, 8am and 8pm Saturday, 8am and 6pm Sunday.

Simply text us your query for free on 07533 016 422 ^ between 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday and a member of our team will be happy to help. It’s quick, convenient and if you text outside our opening hours, our team will pick up your message when they are back in.

Call our Customer Service team

Call 789 from your Virgin Media mobile, or call 0345 600 0789 * from any other phone between 8am and 9pm Monday to Friday, 8am and 8pm Saturday, 8am and 6pm Sunday.

For our text relay service, call us free on 18001 0800 052 2164.

Legal stuff

*For call costs to our team from a Virgin Media home phone, visit our call costs page. Call costs from other networks and mobiles vary.

^The text is free for Virgin Mobile customers, or will be charged at your mobile provider’s standard rates.